Complaints

This profile includes complaints for Perla's Appliances Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Perla's Appliances Plus

  1671 Monongahela Avenue Pittsburgh, PA 15218

• 

  Perla's Appliances Plus

  4185 Glades Pike Somerset, PA 15501

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2019, I purchased a new gas stove from Perla’s Appliances Plus for an apartment I
  own at **** ***** ****** in ********** ******* ******** ** ******
  This stove was delivered and installed on Tuesday, 17 December 2019.
  On Monday, 18 March 2024, I received a call from the upstairs’ tenant (this apartment is a duplex,
  with up / down units), noting that she had smelled gas and called the gas company. I told her to
  leave the building and let me know when the gas company arrived. I asked if ***** ****, the ***
  ***** * **** ***** ****** ******, was in the building and was told that she had left earlier that
  morning.
  The gas company arrived and confirmed the smell of gas. After investigating the source, they
  identified, and tagged, the gas stove in **** ***** *******
  I came to the apartment with my handyman shortly thereafter. The gas to the stove was shut off
  and the appliance tagged. We turned the stove on to attempt to identify the source of the gas
  leak. We did not smell any gas, but continued to investigate. At one point, my handyman got a
  brief whiff of a gas smell, but it quickly dissipated. After careful investigation, we could not identify
  the source of a leak. We turned off the gas and left.
  I then called Perla’s and talked to Rocky (or Rocco). He said the earliest they could get a repair
  person out to look at the stove was on Friday, 22 March 2024. I told him I would meet his person
  there.
  I met Perla’s service person (I think his name is Theo) at the property on Friday morning, 22 March
  2024. He proceeded to investigate the same locations we had and found no leaks. He also
  experienced a brief whiff of gas that quickly dissipated. After checking the gas line, burners, etc.,
  he opened the broiler. At this point, he asked how old the stove was. I told him I bought it in
  2019/2020 (I wasn’t sure at that point) and he said that couldn’t be true because this stove was
  more than 5 years old. I reiterated that it couldn’t be older than 5 years since I bought it new.
  He pulled out the broiler drawer and said he thought he found the problem. He also said he found
  a tag on the broiler that showed the stove was manufactured in 2011. He showed me a picture
  of the tag he took with his phone but was not willing to share it with me. He said the problem was
  in the oven / broiler regulator and that is why the gas leak was occurring intermittently. Based on
  the age of the stove, he was not sure they could get a replacement part.
  I expressed my concern, and surprise, that a stove that I purchased as “new” in December 2019
  had been manufactured in 2011. It looks like a bought a “new” 8 year old stove.
  I suggested we call Rocky to discuss next steps, but he told me Rocky’s wife was having surgery
  that day and was not in. I asked him to explain my concerns, and determine how Rocky and Perla
  Appliances wanted to proceed.
  I did not hear back from Rocky on Monday, 25 March, and on Tuesday afternoon, 26 March 2024,
  I called the store and spoke to Rocky. Needless to say, it was not a pleasant conversation. He
  was unwilling to acknowledge anything except he had bought the stove from his “distributor” in
  2019 and sold it to me in December 2019. He would not confirm anything about when the stove
  was manufactured.
  I asked him to get me the cost to fix the stove. After repeated requests, he sent me information
  on his purchase of this stove from his distributor, along with copies of the invoice dated
  12/12/2019.
  Finally, on Monday (late afternoon), 01 April 2024, I received an email from him with a repair cost
  of almost $300.00.
  I was never informed when I purchased the stove in 2019 that it had been manufactured in 2011.
  Somehow, I can’t imagine that this is standard business practice.

  Business Response

  Date: 04/10/2024

  Thank you for your correspondence regarding this issue.  I can assure you being a third-generation owner of a four-generation family business established over 97 years ago, we take all customer feedback very seriously, and have reviewed this situation completely.

  Mr. ***** was sold by us a range In December of 2019 - Premier ******** - that we did puchase from our buying group in November of 2019 - approximately 1 month earlier.

  Mr. ***** did call and express concern about the manufacture date of the product, based on what was relayed to him from our technician.  I do not know why, if he did, our man thought he saw a date of 2011.  In any case, any tag he saw on the stove would still be there for Mr. ***** to see for himself.   I did call, after receipt of this communication, and ask Premier for the production date of the stove, and they told me the stove was shipped by them in May of 2016, and likely would have been produced a short time before that.

  So the time spent in the distrubution pipeline from manufacturer, to warehouse, to buying group, to retailer, to consumer would account for whatever time between production and in home use.

  The "unpleasantness" of the coversation as I remember started from Mr. ***** being accusatory saying Perla's had done something wrong, which we absoluitely did not, and from me relaying that we were a long-established business and have never cheated anybody - to which he sarcastically, or seriously, I'm not sure which - responded with something like "there's always a first time"!!, coupled with fact he has not paid us for our service and was not authorizing any amount for the repair.

  To recap, Perla's sold Mr. ***** a range we procured in November of 2019 for $363.76 in December of 2019 for $399.00, a markup of $35.24 and delivered it for $19.95, all in all a more-than-fair and proper deal.

  We also responded to the service request and diagnosed the problem and gave the estimate.  To date, Mr. ***** has still not paid for our service.

  Please feel free to write back or call with any questions or comments.

  Customer Answer

  Date: 04/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  I have reviewed the business’s response to my initial letter regarding the “new” stove I purchased
  from Perla’s Appliances. My primary concern was that I purchased a stove in December 2019
  that was made in either 2011 (per Perla’s service technician) or in (or about) May 2016 per the
  response received from Perla’s. If we use a May 2016 manufacture date for the stove, that means
  the stove I purchased in December 2019 was made 3 years and 7 months prior to my purchase.
  It seems to me this is an unusually long time-frame, and that I should have been notified by the
  seller, prior to finalizing the purchase, that the item I was considering buying was nearly 4 years
  old. At that point, I could have made a fully informed decision about this purchase.
  

  I was not advised on the age of the “new” stove at the time of purchase. For this reason, I believe
  corrective action must be taken.
  

  In the business owner’s response, he states “coupled with the fact that he has not paid us for our
  service”. At no time when I made the inquiry regarding the gas leak on the stove was I told of
  any service charge or what that charge would be. I have not received an invoice for any service
  charge from the business.
  

  Any help, or guidance, you can provide, is appreciated.
  

  If you have any questions or need any additional information, please contact me. I can be reached
  at ************ or *****************
  

  Sincerely,
  ***** ** *****
  
  
  

  Business Response

  Date: 04/19/2024

  I see Mr. ***** has again said he was "unaware" of any service charge.  He has been invoiced, and repeating what I told him during our conversation, if he thought we (or any other servicer!) provides services without charging I think that is indeed disingenuous.  Our service call is and has been for several years $149 + parts, labor, and tax - a very fair, reasonable and competitive rate for any like-kind service in our industry.  If any customer is concerned about our rates they can simply ask and are told during the initial phone service request.

  Regarding the date of production of this or any other product we sell, we generally have no way of knowing that.  While this particualar product may have had a longer time from production to purchase than may be average, that in no way had any effect on the machine, our sale price or delivery, and indeed no corrective action is warranted or appropriate.

  Rocco P****

  Customer Answer

  Date: 04/25/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  As with most consumers, I try to gather information whenever I purchase a product or service.  
  
  Having purchased several appliances over the years from Perla’s Appliances Plus, I had no idea they would be willing to sell me, or anyone, a “new” stove that they knew was at least 3 years old.  I would have thought they would have told me about the age of the appliance.  First lesson learned.
  
  When I called them for service, the request was for a gas dryer I bought from them last year that was still under warranty (it was taking a long time to dry clothing).  Since it was under warranty, I wasn’t expecting a service charge.  During that call, I also asked them to check the gas stove for a gas leak.   A date and time for these service calls was agreed upon.  At no time was I informed there would be a service charge for the gas stove – 2nd lesson learned.  
  
  I did receive an invoice from Perla’s on Wednesday, April 17, 2024.
  
  In the past, I have used several appliance repair companies, contractors, landscapers, etc. Typically, if there is a service charge related to their visit, I am informed when the appointment is scheduled.  In many of these situations, any service charge is credited back when I have elected to proceed with their service.  This does not appear to be the case with Perla’s.
  
  I have learned a few things of late.  When I am fully informed, I can me the best decision possible.  I do know I will not be purchasing appliances from Perla’s in the future.  

  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Perlas appliance came to My Home October 2 repaired my stove charge me $150 for a diagnostic test in the bill was $264 call them on 18 October they came out on the 24th placed another port in my stove, then tried to charge me for the port and the service said that my stove was still under 90 day warranty. They gave very poor service and then they took the receipt from October 2, appreciate if someone can return my call and help me with this matter. My name is ****** ********. My number is ************. Thanks again.

  Business Response

  Date: 10/26/2023

  We did service the range as indicated.   As always, our work is guaranteed, with the detail of the guarantee (which is 90 days specifically on only the parts changed and related labor) clearly spelled out at the bottom of the receipt.  I personally took the customer's next call and reiterated that warranty, along with the information that any unrelated repairs would be charged separately.  (She stated now the broiler was the issue - previously it was just the bake.)

  We went ahead and made the second repair - presented her the bill (with no service call charge as a courtesy) and she refused to pay.

  We acted professionally, promptly, and courteously and the customer refused to pay even though it was only a partial charge (no service call) and a completely different problem, as she well knew.

   

   

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ON 5-2-2022, WE PURCHASED FRIGADIRE FREEZER AND REFIGERATOR AND THEY WERE DELIVERED ON 5-6-2022. INSTALLER TOOK PROTECTIVE COVER OFF FREEZER DOOR AND NOTICED A DENT IN DOOR. HE SAID HE WILL REORDER A REPLACEMENT DOOR. IT IS NOW 10-24-2022 AND AFTER MANY PHONE CALLS NO ONE CALLS ME BACK OR GIVEN ME A CREDIT FOR TRIM THAT WASN'T USED. TRIM COST IS $ 469.00. TOTAL COST OF REFRIGERATOR AND FREEZER WITH TRIM KIT $7.088.75. I WISH TO HAVE DOOR REPLACED ALSO REFUND AMOUNT OF TRIM KIT.

  Business Response

  Date: 11/04/2022

  Thank you for your input.  The freezer door has now been replaced and the amount refunded for the trim kit.

  Customer Answer

  Date: 11/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ******